[otrs] Configuring System Auth LDAP after install

Hi, I installed OTRS a couple of weeks ago using it's internal MySQL authentication. I've just been asked to change this to use the Windows 2003 AD server (via LDAP I assume). I currently only have two user accounts (other than [EMAIL PROTECTED]) in OTRS. I've looked through OTRS documents but

Re: [otrs] Question about emails from agents

Well, that's not because of the new filters. At the moment, I have these filters configured too, and when an agent subimts a follow-up by mail, the customer always get replied. Obviously, I'm talking about follow-ups (replies to existing tickets). In case of new tickets (the agent open a new tic

Re: [otrs] critical issue

For the priority question, take a look at the manual, Chapter 11. Modifying ticket priorities http://doc.otrs.org/2.1/en/html/c1668.html Gabriele - Original Message - From: Mujtaba Karim To: otrs@otrs.org Sent: Wednesday, November 14, 2007 6:00 AM Subject: [otrs] critical iss

Re: [otrs] Creating a new user agent (Postgres, Mac OSX)

Hmm ok good to know it was you and not leopard. Now I think your problem on the check email address must have to do with NET::DNS module, possible incompatible. Luckily I am going a different route for this incantation of OTRS, using ActivePerl rather than built in perl.. After I overcame the

Re: [otrs] Can otrs capture an incoming email and create a queue item?

Andy Lubel írta: Learn fast by reading the documentation. LOL :) 1 word: postmasterpop3 /MagicBullet On 11/14/07 10:40 AM, "DataForce CRM" <[EMAIL PROTECTED]> wrote: I am a newby but learn fast. the email section is confusing .how do I set up an the tool to capture emails? meaning

Re: [otrs] Creating a new user agent (Postgres, Mac OSX)

Hi Andy, I have finally succeeded in running OTRS on Leopard and adding users. I love it!!! Had to customize several settings in Config.pm and also turn off the dns check for email addresses. Thanks for looking into this. - Manoj On Nov 9, 2007, at 10:23 AM, Andy Lubel wrote: Im still

[otrs] Queues and Companies

Just wondering, is it possible to display queues according to customer companies? My queues are set up with the exact same names as the users' companies. It would be great if when a user entered a ticket it automatically went into the associated queue. I know a similar thing can be done with gro

Re: [otrs] Can otrs capture an incoming email and create a queue item?

Learn fast by reading the documentation. 1 word: postmasterpop3 /MagicBullet On 11/14/07 10:40 AM, "DataForce CRM" <[EMAIL PROTECTED]> wrote: > > I am a newby but learn fast. the email section is confusing .how do I set up > an the tool to capture emails? meaning our customers send an email

[otrs] Can otrs capture an incoming email and create a queue item?

I am a newby but learn fast. the email section is confusing .how do I set up an the tool to capture emails? meaning our customers send an email to [EMAIL PROTECTED] and the email causes a record in OTRS? I control the company mailserver. -- Thank you, Jim Romano DataForceCRM.com 214-717-

Re: [otrs] error Module KernelModules not found

Install the faq module. http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=33&ItemID=250 HTH, /EasyButton On 11/13/07 4:15 PM, "DataForce CRM" <[EMAIL PROTECTED]> wrote: > hi got otrs loaded fine except for the faq and public.pl please tell me how > tofix. thnks > > > Please

Re: [otrs] Counting responses used

Hi Gabriele, Thanks so much for your reply! I actually do mean "response", like in the table standard_response. Basically I want to count how many times we've used each standard_response (by standard response name) in all of the e-mails we've ever sent externally. Unfortunately all attempts I've

RE: [otrs] Patching OTRS (LDAP Company)

I hate replying to my own message, but nevermind about this.. I found the spot I had to edit (CustomerUser/LDAP.pm around line 510 or so)... Just a simple $Value =~ s///; did what I needed.. Sorry. Greg -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Bak

[otrs] Custom Reporting

Does anyone know how I can write some custom reports for OTRS, we have implemented it here at work, and I must say I am highly impressed with it so far, I just need to write some custom reports for the management staff, does anyone know of a document that I could look at or a website tut or somethi

[otrs] Patching OTRS (LDAP Company)

I have a problem with my Active Directory configuration, the users' groups only appear in their distinguishedName attribute. I want to patch OTRS so that I can use the distinguishedName for the CustomerID value, however I want to use a substring inside the user's distinguishedName. For example th

[otrs] remove system messages in history in ticket view

Below, you can see the "system (email-external)" and "system (email-notification-ext)" entries in the ticket history. I found this confusing for the customers. I try to turn them off. So that the tree show only customer's and agent's messages and not the system's messages. But I still want to recei

Re: [otrs] How is logo changed on Customer.pl?

Hello Jim, depending on which design you're using, look at $OTRS_HOME/Kernel/Output/HTML/$YOURDESIGN/CustomerHeader.dtl where $YOURDESIGN is "Standard", I guess. Here you can put in an -Tag pointing to your logo, which should be placed in $OTRS_HOME/var/httpd/htdocs/images and linked as Hth EDV

[otrs] How is logo changed on Customer.pl?

-- Thank you, Jim Romano DataForceCRM.com 214-717-5508 For customer support visit http://www.dataforcecrm.com for Wiki, Forums, Live Chat, Documentation [EMAIL PROTECTED] ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://list

[otrs] Time Related Problem

  Hi, Iam new to OTRS.I have installed and configured OTRS windows version. Our OTRS have Customerusers from our country as well as from our office in the second country.OTRS is installed in first country.Two countries have a time differnce of more than 4 hour.The problem for me is that if

[otrs] Costumize PDF output

Hi, is it possible to customize the PDF output of the generated PDF files? I want to get rid of the gray background or to set it to a different color. OTRS Version: 2.2.3 -- Stefan ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http:

RE: [otrs] new user question about users, queues, groups, and roles

Hi James. We got a complex setup here with about 30 Roles, >100 Groups/Queues and a lot of different users, including 1st, 2nd and 3rd level customer support. I don't necessarily see any obvious flaws in your system - except reps will need rw rights to move tickets out of the rep queues anyway.

[otrs] new user question about users, queues, groups, and roles

Hi, We've just started using OTRS for managing our customer-facing email addresses, and I'm having a bit of trouble getting my head around how best to set up our queues, groups, users, roles, etc to suit our needs. We have two levels of customer service people, reps and managers, and two set